Hello,
We typically use RT to send the same communication to multiple customers. Currently, we manually create a ticket and enter all the information (such as subject, content, and custom fields) one by one.
Is there a way to create an initial ticket and then clone it—carrying over all the information—so that we only need to change the requestor and possibly make a few customizations?
Thank you,
Charly
Hi Charly,
You can create a linked ticket and the new ticket will copy over all the custom fields, but not the content. However you might be able to achieve that using the Articles functionality (full disclosure, we don’t use Articles so it may not be sufficient for your use case) Customizing/Articles introduction - RT 5.0.7 Documentation - Best Practical
I would create a master ticket, fill it out as necessary, then turn it into an Article. You can then create a linked Child ticket from the Basics screen, click (create) alongside the type of link you want. That should open a new ticket screen with the custom fields completed as per the linked ticket. I think you can then use the Articles feature to populate the content.
Let me know if that works for you.
Simon.
Good Morning Charly (UTC+1).
As @SimonW mentioned you can prefill all headers with “Create Linked Ticket”. Unfortunaly it copies all realtionships, too. So the last new ticket ist linked to all other ones. Quite annoying sometimes. We work around with first opening all new tickets in separate tabs and then creating the ticktes tab by tab.
After that you can use a bulkUpdate to fill in the Content as Comment if you want.
Another solution needs some scrip(t)ing.
Create a new CustomField (text or multiValue) you can drop in all required receipients. If the recipients the same most times it is possible to use a CustomRole.
Then you have to write a scrip “OnCreate” that creates one ticket for each recipient. No recipient, no refered ticket.
Regards
Andre.